Contour Software
The Division
AMT-SYBEX has been providing business critical solutions to customers in the energy, utilities, and transport sectors for over 30 years. We deliver Enterprise Asset Management and Mobile Field Workforce solutions to a range of asset-centric companies. We operate several independent Business Units, with this role required in the EAM and Mobile Business Unit:
” EAM and Mobile
” Leasepoint Aviation Leasing solutions
” Flow Energy solutions
The Position
The Enterprise Asset Management and Mobile Business Unit provides premium Enterprise Asset Management Application Support and has a vacancy for an enthusiastic and dedicated Support Analyst, reporting to the Mobile Support Team lead.
The position provides customer support for our software applications across various sectors for our products Affinity Geofield and Affinity Fieldreach. As a team member you will provide timely and efficient application and technical support to customers. Using sound judgement and taking decisions within established procedures for each case you will diagnose and skillfully identify and apply prioritization to ensure all are managed within Service Level Agreements with quality standards to maximize customer satisfaction.
The role will require support experience aligned with ITIL and service management in the IT industry. The successful resource would be based off Contour’s North Office (ISL/LHE).
Job Responsibilities
- Logging incidents received directly from end users via phone and email into our Incident Management System.
- Provide Case diagnosis to inform resolution
- Progression and Resolution of Incidents, provide technical 2nd and 3rd level product support to customers for their solutions including its users and associated services and configurations.
- Proactive application checks & system monitoring
- Ensure customers are kept updated on progress of reported incidents
- Prioritization and management of workload and tasks, working within contractual Service Level Agreements
- Take ownership of assigned support incidents and escalate issues where appropriate to ensure the progression and resolution
- Collaborate with support, development, and testing teams to deliver resolutions to support incidents
- Deployment of releases and Service Configuration Management
Job Qualifications:
- Bachelor’s Degree, preferably in a technical discipline. Computer Science Majors most preferred.
- 3 to 5 years of experience in a similar role (customer application support) – Tier 2 technical support preferred.
- Willing to go the extra mile with a strong work ethic; self-directed and resourceful
- Excellent Communication. You know what to say and more importantly, how to say it.
- Strong analytical and problem-solving experience
- Track record of delivering in an excellent customer focused environment
- ITSM service desk experience, ServiceNow preferable.
- ITIL4 Foundation preferable
- Incident, Problem, Knowledge and Change disciplines
- Good technical knowledge of Windows, iOS and Linux operating systems
- Good technical knowledge of Microsoft SQL server and Oracle database technology and query tools.
- Experience of using application server middleware (e.g Tomcat, IIS, etc.)
- Exposure to development languages such as Java, C#, Objective C, Spring and Hibernate.
- Exposure or knowledge of scripting languages such as VB, PowerShell, BASH
- Exposure to Microsoft Azure or AWS DevOps environment.
Your Personal Characteristics will include:
- Excellent verbal and written communication skills
- Must be goal-oriented and able to work independently as well as coordinate efforts with other team members on customer issues
- Logical and analytical, with a methodical approach to problem solving
- Solution focused, with ability to prioritise
- Persistent and resilient under pressure, with a good sense of humor
- Accurate with a high attention to detail
- Good team player, yet willing to take personal responsibility
- Self-motivated, resourceful, and keen to learn and share knowledge
- Enthusiastic, motivated, empathetic, and professional
- Flexible and hardworking approach
- Excellent administrative an organizational skill
- Able to manage multiple tasks
- Able to remain calm under pressure and problem solve accordingly
- Commitment to quality and customer satisfaction
- Perseverance to complete activities both individually and as a team
Work Shift Timings:
- 1 PM to 9 PM Pakistan Time (9 AM to 5 PM UK Standard Time)
- Out of hours work may be required from time to time
- Being on call may be required on a rotating/roster basis